Customer Success Manager

What You'll Do

• Own customer success by aligning business goals to clear outcomes, success plans, and measurable value.
• Lead customers through adoption and optimization, proactively addressing barriers, risks, and opportunities.
• Build trusted relationships across customer stakeholders and lead strategic Business Reviews and value conversations.
• Use product usage, customer data, and business insights to demonstrate value and provide actionable recommendations.
• Drive retention and identify expansion opportunities based on evolving customer needs and business objectives.
• Serve as the customer’s strategic partner, bringing industry best practices, insights, and recommendations.
• Orchestrate internal teams to resolve challenges, advocate for customer needs, and deliver a strong customer experience.
• Maintain strong account discipline, including customer health, success plans, risks, opportunities, and key account information.
• Partner effectively with Sales and other commercial teams on renewals, expansion opportunities, negotiation strategy, and account planning.

What You'll Bring

• Bachelor's Degree (preferred) or equivalent work experience
• 3+ years of experience in Customer Success, Account Management, Consulting, SaaS, or a similar customer-facing role.
• Strong business acumen and the ability to connect customer challenges to business outcomes and solutions.
• Consultative communication, discovery, and relationship-management skills.
• Ability to analyze customer data and translate insights into recommendations and action plans.
• Confidence leading strategic conversations with stakeholders at multiple levels.
• Commercial awareness with experience supporting retention, renewals, and expansion.
• Strong organizational skills and the ability to manage multiple customer priorities.
• Experience with Salesforce, Gainsight, or similar CRM and Customer Success platforms preferred